Occupational Code: ICT ITS

Ministry of Education
Sector: - ICT
Sub Sector: - Information Technology
Occupation: IT Support Service L-2
Assessor’s Package

The assessment covers the following units of competence:

1. Operate Database Application

2. Update and Document Operational Procedures
3. Administrate Network and Hardware Peripherals
4. Care for Network and Computer Hardware
5. Access and Use Internet
6. Implement Maintenance Procedures
7. Maintain Equipment and Consumables
8. Apply Problem Solving Techniques to Routine Malfunction
9. Participate in Workplace Communication
10. Work in Team Environment
11. Develop Business Practice
12. Apply Continuous Improvement Processes (Kaizen)

Contents of the Assessor’s Package:

1. Instructions for the competence Assessor
2. Evidence Plan
3. Project Information or Problem
4. Worksheet (If necessary)
5. Observation Checklist
6. Product Evaluation Sheet (If required in the practical project)
7. List of Equipment, Tools and Materials
Methods of Assessment
1 Observation/Demonstration with Interview Question (If necessary)
1. Qualification – based

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

 Occupational Code: ICT ITS

INSTRUCTIONS FOR THE COMPETENCE ASSESSOR

Occupation IT Support - L2

BEFORE THE ASSESSMENT

1. Establish the assessment context and purpose of the assessment
2. Familiarize self with the qualification or units of competence to be assessed
 Assessment context
 Assessor’s guide
 Assessment methods
 Product evaluation sheets
 Time limits
 Evidence to be collected
 Performance Criteria
 Assessment and Certification arrangements
3. Ensure that the Assessment Center complies with the relevant occupational health
and safety requirements as:
 Well lighted and well ventilated assessment room
 Risk areas properly marked
4. Ensure that the following assessment resources are available in the Assessment
Center:
 Complete set of safe and functional equipment and tools
 Complete set of supplies and materials
 Assessor’s guide and rating sheets (Assessment Package)
5. Notify candidates of any resources they have to bring during the assessment

ON THE DAY OF ASSESSMENT

1. Check the attendance of the candidates
 Check the candidates registered number
 Instruct candidates to sign on the attendance sheet
 Check accomplished self assessment guide
 Provide overview of the qualification to be assessed refer to (EOS)
2. Orient the candidates (Time allotment is 15 minutes)
 explain the context and purpose of the assessment and the assessment
process
 explain the Qualification or units of competency to be assessed and the
evidence to be collected
 outline the assessment procedures to be undertaken
 assess the needs of the candidates and establish any allowable adjustments in
the assessment procedure
 seek feedback regarding the candidate’s understanding of the occupational
standard/units of competence being assessed, evidence requirements and
assessment process
 make all necessary announcement just before the start of the assessment
 specify the do’s and don’ts inside the assessment room
3. Instruct candidates to accomplish the competency assessment agreement
 Provide the candidates with all materials, tools and equipment required to complete
the tasks. Ensure that all tools should be of the same kind and quality

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

 Occupational Code: ICT ITS
 Administer the assessment in accordance with the outcome-based assessment
methodology
 Give specific instructions to the candidates clearly and slowly and provide each
candidate with a copy of the Candidate Instructions Guide and Worksheets
 Inform each candidate that s/he has fifteen (15) minutes reading time and the
total time duration for each is indicated in the Project Information.
 Make certain that the candidate fully understands what is expected and knows the
time limits allowed to finish each assessment project.
 Stay at the assessment area during the entire duration of the assessment activity
and observe the candidate perform the tasks.
 Inhibit self from providing any assistance during the assessment or indicate in any
way whether the candidate is or not performing the activity correctly.
 Intervene only for safety reasons
 Implement the evidence gathering process and ensure its validity, reliability,
fairness and flexibility
 Judge the evidence in terms of the four dimensions of competency – task skills,
task management skills, contingency management skills and job/ role environment
skills
 Record details of evidence collected and make judgment about the candidate’s
competence based on the evidence and the relevant standards required of the
units of competence
 Make no alterations/erasures in the Observation Checklist

POST ASSESSMENT
1. Provide feedback on the outcome of the assessment process. This includes providing
the candidate with:
 clear and constructive feedback on the assessment decision
 Give the candidates your feedback on the assessment result.
Feedback should indicate whether the candidate is:
 COMPETENT
 NOT YET COMPETENT
On each of the competencies assessed
 information on ways of overcoming any identified gaps in competency
revealed by the assessment
 information on reassessment process, if applicable
2. Prepare the necessary assessment reports
 Record the assessment outcome using the prescribed Observation Checklist
 Make sure the report or rating sheets are properly signed by you and the
candidate
 Maintain records of the assessment procedures, evidence collected and
assessment outcome
 Endorse assessment results/outcomes to assessment centre manager
Prepare recommendations for the issuance of national certificate/ certificate of
competence

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

 Occupational Code: ICT ITS

EVIDENCE PLAN
Sector ICT Instrument/ tool (Oral question
Occupation IT Support service using interviews, Practical exercises
Level 2 & Demonstration). (Knowledge
Assessment for Levels III, IV and V)
only.
EVIDENCE GATHERING PROCEDURE
Appropriate Assessment Method
Units of competence to be assessed: Observation Oral Knowledge Assessment
Questioning

Project 1. Dissembling and assembling a computer (UC 04,06,07 & 08 )

04. Care for Network and Computer Hardware X

06. Implement Maintenance Procedures X
07. Maintain Equipment and Consumables X
08. Apply Problem Solving Techniques to Routine X
Malfunction

Project 2: Accessing and browsing the internet (UC 02 & 05)

02. Update and Document Operational Procedures X

05.Access and Use Internet X

Project 3: Administrate Network and Hardware Peripherals (UC 03,04)

03.Administrate Network and Hardware Peripherals X

04.Care for Network and Computer Hardware X

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

 Occupational Code: ICT ITS

Project 4. Operating Database Application (UC 01)

1.Operate Database Application X

Generic Competencies (UC 09,10,11,12)
09.Participate in Workplace Communication X
10.Work in Team Environment X
11.Develop Business Practice X
12.Apply Continuous Improvement Processes X
(Kaizen

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

Occupational Code: ICT ITS

Project Information
Given the necessary tools, equipment and information, the candidate is expected to
perform the following practical works.

The assessor should ask oral questions on which s/he is not satisfied by the
candidate’s performance.

Assessment Venue: the assessment should take place in well equipped

assessment centre

Total Time Allotted for all Projects: - 4 hrs

Project 1. Dissembling and assembling a computer (UC 04,06,07,08)

On this project the candidate will be performing disassembling and reassembling

task.
(Total time for the project 1: 30 minutes)

Task 1: Disassemble the CD-Rom, RAM, and BIOS battery of the candidate’s
computer

For this task the candidate will be provided a full functional computer and s/he is
expected to disassemble the devices listed above following the standard computer
maintenance procedure

(Time allotted: 15 minutes)

Task 2: Reassemble the CD-Rom, RAM, and BIOS battery back again

Under this task the candidate is going to reassemble the dismounted CD-Rom, RAM,
and BIOS battery and make them operational again.

(Time allotted: 15 minutes)

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

Occupational Code: ICT ITS

Project 2. Accessing and browsing the internet (UC 02 & 05)

On this project the candidate will demonstrate how to browse and get information
from the internet
(Total time for the project 2: 1 hr)

Task 1: Make yahoo website a default page

Under this task the candidate should set the website yahoo a default home
page to her/his web browser.

(Time allotted: 5 minutes)

Task 2: Find information about Nile River, copy and save it on a notepad on
your computer
Under this task the candidate is expected to search any information from the
internet about river Nile then save at least a paragraph on a notepad.

(Time allotted: 20 minutes)

Task 3: Download a sound driver specific to your computer

Here the candidate is expected to identify his/hers computer’s sound driver
and download it from the internet.

(Time allotted: 15 minutes)

Note: you should check at least if the candidate has started the downloading

Task 4: Create a new email account using Gmail.

Under this task you should create a personal mail account in the format
‘coc_yourname@gmail.com’ and demonstrate is how to use it.

(Time allotted: 20 minutes)

Project 3. Administrate Network and Hardware Peripherals

(UC 03 & 04)

On this project the candidate is expected to install, configure, maintain and

troubleshoot local area network and peripherals.
(Total time for the project 3: 80 minutes)

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

Occupational Code: ICT ITS

Task 1: Install and configure a network

Under this task the candidate is required to prepare two network cables to
connect the two computers using switch/hub.

(Time allotted: 45 minutes)

Note: the candidate should demonstrate how to use the cable tester

Task 2: Creating a folder and making it accessible in the network

Under this task the candidate is expected to create a folder called ‘COC’ on
one of his/hers computer and share it to the other computer

(Time allotted: 20 minutes)

Task 3: Add a shared printer from the network

A printer will be available to the candidate shared from a remote computer
and the candidate is to add that printer to one of his/hers computer and then
the candidate is required to print a test page.

(Time allotted: 15 minutes)

Project 4. Operating Database Application (UC 01)

On this project the candidate is required to create a database and under the same
database he/she will be creating tables, forms, queries and reports. The candidate
will be provided with the necessary information to perform this project.
(Total time for the project 4: 70 minutes)

Task1: Create a database called WORLD

On this task the candidate creates a new blank database using the above
given name.

(Time allotted: 5 minutes)

Task 2: Create the following tables under the database just created on Task 1
For this task, the candidate is given the two tables’ design below that he/she
is required to create. The fields which are indicated with a ‘(PK)’ symbol are
the primary key of each table.

(Time allotted: 10 minutes)

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

Occupational Code: ICT ITS

Table 1: Continents
Field Data Type
Continent_ID (PK) Text
Name Text
Area Number

Table 2: Countries
Field Data Type
Country_ID (PK) Text
Name Text
Population Number
Continent_ID (FK) Number

Note: make sure the candidate sets the PKs on both tables

Task 3: Create Relationship between the two tables using ‘Continent_ID’ field.
Under this task the candidate is required to create a one-to-many relationship
between the continents and countries Tables

(Time allotted: 10 minutes)

Note: make sure the candidate has created one-to-many r/ship using the
proper fields.

Task 4: Enter the following sample data on the tables as given below
Under this task the candidate enters the data given below on each table

(Time allotted: 15 minutes)

Continents

Continent_ID Name Area (in millions km2)

Cn1 Africa 30
Cn2 Europe 10
Cn3 Asia 43
Cn4 South America 17

Countries

Country_ID Name Population (in millions) Continent_ID

Cn1 Ethiopia 83 Cn1
Cn2 Kenya 40 Cn1
Cn3 France 25 Cn2
Cn4 China 1000 Cn3

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

Occupational Code: ICT ITS

Task 5: Create a Form for table Countries

Under this task the candidate is expected to create a form that can be used
as a data entry form for the table ‘countries’.

(Time allotted: 10 minutes)

Task 6: Create a query that shows all the countries which are found in
continent Africa and have a population greater than 20 Million
Under this task the candidate is required to create a Query that should
retrieve all those data that meet the above stated criteria range.

(Time allotted: 10 minutes)

Task 7: Create a report for continent table that contains only Continent ‘Name’
and ‘Area’.
Under this task the candidate is required to create a Report that meets the
above criteria

(Time allotted: 10 minutes)

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

Occupational Code: ICT ITS

Observation Checklist
Candidate’s Name:
Assessor’s Name:
Occupational Standard: IT support service L-2
Unit of Competency:
Date of Assessment:
Time of Assessment:
Instructions for the Assessor
 Observe the candidate.
 Describe the assessment activity and the date on which it was undertaken
 Place a tick in the box to show that the candidate completed each aspects of the
activity to the standard expected in the enterprise.
 Complete the feedback sections of the form.
OBSERVATION
During the demonstration of skills, did the candidate: Yes No

Project 1- Dissembling and assembling a computer (UC 04,06,07&08)

Task1. Disassemble the CD-Rom, RAM, and BIOS battery.

 Disassemble the CD-Rom, RAM, and BIOS battery properly
Task2. Reassemble the CD-Rom, RAM, and BIOS battery
 Reassemble the CD-Rom, RAM, and BIOS battery properly

Project 2. Accessing and browsing the internet (UC 02&05)

Task 1: Make yahoo website a default page

 Made Yahoo website a default page
Task 2: Search an information from the internet
 Searched and saved An information about river Nile
Task 3: Download a sound driver
 A sound driver specific to candidate’s computer downloaded
Task 4: Create a new email account
 Created a new Gmail account

Project 3. Administrate Network and Hardware Peripherals (UC 03&04)

Task 1: install and configure a network

 Crimped two network cables per standard
 Connect the two computers using switch/hub
Task 2: Create a folder and share it
 A folder called ‘COC’ has been created and shared

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

Occupational Code: ICT ITS

OBSERVATION
During the demonstration of skills, did the candidate: Yes No

Project 4. Operating Database Application (UC 01)

Task1: Create a database

 A new database called WORLD has been created
Task 2: Create a table
 Created two tables based on the table design specified
Task 3: Create Relationship between tables
 Created relationship between the two tables using the correct field
Task 4: Enter sample data
 Entered the given sample data on the two tables
Task 5: Create a Form
 Created a data entry Form on ‘COUNTRIES’ table
Task 6: Create a query
 Created a query that can extract data from the two tables as required
Task 7: Create a report
 Created a report that contains only the CONTINENT’S name and
AREA fields

The candidate’s overall performance in the practical project was:

 SATISFACTORY  NOT SATISFACTORY

_______________________

Name and Signature of Assessor

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)

Occupational Code: ICT ITS

Materials and supplies per candidate

No Item description Quantity unit Specification
1 Connector 8 pcs RJ45
2 Paper 3 pcs A4 size
3 Network cable 4 pcs UTP CAT 5/6

Tools, Instruments & Equipment

No Item description Quantity unit Specification
1 Personal computer 2 pcs Pentium Iv, 512 MB RAM, 20GB HDD
free; 1.8GHZ processor,
2 Cable tester 1 pcs Analog / Digital cable tester
3 Switch/hub 1 pcs 8 Ports
4 Crimper 1 pcs Functional
5 Printer(shared) 1 pcs Laser jet
6 Installed Software 3 pcs  Windows Xp sp3
 Ms Office 2007
 Drivers (all)

Note: Materials and tools may be modified by the Assessor, depending on the
actual job performed, and location & the standard installation practices of the
country.

Assessor’s Package for IT Support Service L-2 V-5 (qualification Based)